Ensure Hanger’s Orthotic and Prosthetic Custom Fabrication process exudes consistent workflow, interface, and response to our external customers.
Responsible for defining and managing the implementation and execution of Customer Support programs and policies for Hanger’s customers.
Drive changes that foster a culture of continuous improvement, streamlining processes, and enabling positive customer experiences.
Customer-facing and serves as a critical escalation point for service issues.
Supporting customers through their journey from prospect to active client while delivering a seamless and exceptional experience.
Build service team to ensure highest levels of customer interactions.
Drive process standardization, reputation management, customer retention and growth.
Manage various channels of customers communication.
Analyze customer feedback, complaints or questions and make recommendations.
Conduct analysis of existing processes and introduce new and existing tools that will effectively improve work processes and outcomes.
Build industry and technical knowledge of O&P and apply to service levels.
Approximately 20% travel for onsite collaboration with HFN Customer Service teams and leaders and to understand our product portfolio and processes.

Bachelor’s degree in Business Administration or equivalent.
Minimum five years’ experience in healthcare sales support or related distribution sales support.
Two years supervisory experience.
Four years supervisory experience is preferred.
Supervising/managing experience in a multi-site environment is preferred.
Excellent interpersonal skills; gather and assimilate accurate information and different perspectives
Experience leading service system implementation (ie: MRP)
Empathetic advocate for win-win ecosystem
Strong problem solving skills
Outstanding analytical skills, reporting and data analysis
Ability to interact effectively at all levels of organization
Familiarity with call center CRM utilization and call center phone systems
Understanding of live chat and other digital communication methods
Project management skills
Effective oral/written communication skills
Act with integrity in all ways and at all times, remaining honest, transparent, and respectful in all relationships.
Keep the patient at the center of everything that you do, building lifelong trust.
Foster open collaboration and constructive dialogue with everyone around you.
Continuously innovate new solutions, influencing and responding to change.
Focus on superior outcomes, and calibrate work processes for outstanding results.

8 Paid National Holidays & 4 additional Floating Holidays
PTO that includes Vacation and Sick time
Medical, Dental, and Vision Benefits
401k Savings and Retirement Plan
Paid Parental Bonding Leave for New Parents
Flexible Work Schedules and Part-time Opportunities
Generous Employee Referral Bonus Program
Mentorship Programs
Mentor and Mentee
Student Loan Repayment Assistance by Location
Relocation Assistance
Regional & National traveling CPO/CO/CP opportunities
Volunteering for Local and National events such as Hanger’s BAKA Bootcamp and EmpowerFest

Manager, Customer Success

Key skills